Member Services Manager

Trilogy Bickford: The Ridge Wellness Social Club

Located within the Bickford Master Plan is Trilogy, a brand-new 55+ community in the foothills of the Sierra Nevada Mountains. Coming soon is the social hub of the community: The Ridge Wellness Social Club. This planned Club perched high on a ridge features stunning views of the surrounding area, and a variety of amenities, including a resort pool, restaurant, and both indoor and outdoor venues for socializing, fitness, and more.

Where: Located just east of Lincoln in Northern California

All team members 21 years and older are eligible to participate in the J.F. Shea Co., Inc. 401(k) plan after completion of 30 days of service.

Pay: $80,000-$85,000 Annual

Benefits:

New management full-time team members working 30 hours or more per week, will be eligible for the Company medical, dental and life insurance plans the first of the month following the first day of full-time employment.

Full-Time team members are eligible to accrue Paid Time Off ("PTO") in accordance with the Company policy at a rate of 120 hours per year.

Full-Time team members are eligible for 7 paid holidays annually.

All team members 21 years and older are eligible to participate in the J.F. Shea Co., Inc. 401(k) plan after completion of 30 days of service.

POSITION OVERVIEW:

The Member Services Manager oversees the Member Services Team, to ensure members and guests receive exceptional customer care, meeting the BlueStar Resort and Golf standards. This position assists, and reports to, the Club General Manager.

KEY RESPONSIBILITIES:

• Communicate the core values and mission of BlueStar Resort & Golf (BSRG) to support the achievement of company goals.
• Maintain confidentiality, positive customer service, and effective communication with all team members to maintain a smooth, informed, safe, and consistent environment for Member Services.
• Assist the Lifestyle & Activities department by maintaining event flyers and mytrilogylife website, prepare the scheduled events calendar; assist with scheduling events, ticket sales and promotion of Club events and functions.
• Assist members with setting up member accounts, monthly member billing and resolve any billing disputes and / or questions.
• Create and track gift card sales for members, guests and Shea.
• Coordinate and oversee member off-site day, multiple day and extended day travel experiences.
• Create weekly staff schedules and work with staff to provide coverage when needed.
• Greet and welcome members and guests in an energetic and friendly fashion, according to BlueStar protocol, via phone or onsite. Respond to requests and direct calls to staff members and relay messages.
• Screen members and guests for applicable building access, according to community regulations.
• Monitor Club and fitness rules to ensure they are being enforced.
• Maintain daily standard operating procedures for the opening and closing of the Club, including a walk through the Clubhouse for a general inspection to assure the rooms are clean, set up properly, and visually meet Clubhouse standards.
• Provide guests and members with information, including a variety of quality choices and arrangements regarding the Club, recreation, or other activities; must have extensive knowledge of the Club and local area events.
• Train staff to provide resident services and business center support (copying, mailing, and Fax), schedule appointments, orientation sign up, event registration and fee collection, lost and found process, and other member services; provide support when needed.
• Train staff to assist with administrative support, such as mail delivery, email and phone calls, general filing, spreadsheet creation, data entry and mailing lists, creation of reports, and mass mailings as needed; provide support when needed.
• Oversee office productivity through proficient use of appropriate software applications, especially Microsoft Office. Research and develop resources that create timely and efficient workflow.
• Update website and create promotional flyers.
• Coordinate and arrange meetings, prepare agendas, reserve and prepare facilities, and record and transcribe department meeting minutes.
• Help develop and monitor the department budget.
• Process invoices and reconcile monthly statements.
• Maintain inventory for general office supplies; oversee supply purchases.
• Support employee hiring, training, and employee review and development. Evaluate staff performance and make promotion and disciplinary recommendations to the Club General Manager.
• Maintain the organization and function of all front office equipment and the lobby; work with maintenance staff.
• Provide a clean and safe environment for members and guests.
• Attend Home delivery appointments, conduct new member orientations and new member welcome events.
• Other duties and responsibilities may be assigned.

PERSONAL ATTRIBUTES:

• Must be highly customer oriented and responsive with high need for closure.
• Able to work under pressure and balance multiple priorities and assignments.
• Strong team-building skills including the ability to lead, cooperate, and motivate.
• Must be role model and able to live our BlueStar core values:
• Honesty and Integrity
• Respect for the Individual
• Teamwork
• Competitive Spirit

MINIMUM REQUIREMENTS / QUALIFICATIONS / SKILLS:

• High School diploma or equivalent preferred; Bachelor's degree a plus.
• One to three years' relative customer service or hospitality experience, with supervisory experience preferred.
• Experience in a Homeowner Association environment preferred.
• Computer literate with proficiency in Microsoft Office.
• Experience with dictation and writing meeting minutes.
• Experience with travel, hotel, and meeting arrangements.
• Ability to write reports; proofreading skills essential.
• Must possess basic computational ability as well as budgetary analysis.
• Ability to speak effectively before groups of members and guests, team members, and the public.
• Ability to work independently and manage priorities.
• Must be flexible and adaptable to change.
• Must have planning, problem-solving, decision-making, delegation, communication, time management, supervisory and employee development skills.
• Must have excellent written and verbal communication skills, and customer service skills while dealing with members, guests, and staff.
• Must demonstrate initiative, with an ability to think, work, solve practical problems, and make independent decisions based on sound judgment.
• Must be able to consistently achieve high work standards; attention to detail, accuracy, and timeliness.
• Must be able to pay attention to multiple details and be comfortable working in a fast-paced environment where continuous improvement is expected.
• This position requires a flexible schedule to include evenings and weekends.
• Valid driver's license may be required.

WORK ENVIRONMENT:

This position operates indoors and routinely uses standard office equipment, such as computers, phones, copy and fax machines. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS:

The physical demands described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee is regularly required to see, hear, speak clearly and understand the speech of another person, sit or stand for extended periods of time, walk or be able to move around the work space, use hands to fingers, handle or feel, bend, and reach with hands and arms. The employee must be able to occasionally lift and/or move up to 20 pounds.

TRAVEL:

This position may require up to 30% travel. The Member Services Manager regularly travels locally to attend activities and events, with occasional overnight travel.

BLUESTAR RESORT & GOLF IS AN EQUAL OPPORTUNITY EMPLOYER